Update : I tried to make an A-Z claim but the Amazon bot wouldn't let me and i was sent around in circles. It would let me go so far in the process and right at the end it would send me back to the beginning to start again. I then managed to get through on the amazon chat bot and spent the last hour chatting to two different Amazon reps. I don't think they fully understood what the issue was and also didn't tell me how to file an A-Z claim for this order. They kept saying they asked the seller to issue a refund and tried to end the chat, but I kept saying I already talked to the seller. So they kept putting me on chat hold and after around one hour they said they have issued the refund now and it should come through within 5-7 days. I also had a confirmation e-mail from Amazon to that effect, but in there are indicators that they have not fully understood what the issue actually is. Their confirmation e-mail says I don't have to return the item, I can keep it or dispose of it. As if they think the item arrived damaged at my end ? A few minutes after I got this e-mail from amazon I got another message from the seller, saying they noticed I had a refund from amazon and they would take it up with them.... So at this stage I am waiting for the refund to appear back on my card. If any other issues develop with the seller with regards to this I will report back

Yup, I am on to it now Will do and will report back

Thank you for all your comments. I had a response from the seller this morning, saying they didn't issue the Evri label but amazon did. I don't know which is correct, because when I started the return, a label was just issued. It looked as if it was from the seller, but it went through the Amazon return process, so I have no idea. I packed the monitor back into the packaging it came in, including the outer box and even added some bubblewrap for extra padding. I absolutely don't accept it was not packaged properly or was damaged when I sent it. It went back the way it came, apart from that it had been set up once. The damage happened after I sent it, so to me this is transport damage. The charge for the return label (£3) was supposed to be deducted from my refund, but as I never had a refund, I don't know who paid for the return carriage at this stage. Anyway, as they claim it was Amazon who issued the Evri label, they say I should talk to amazon, but amazon just bounces me straight back to the seller and the seller messaging centre saying I need to talk to them.

Ok, I will give it a go and keep you posted on what happens

Yes, I just found the A-Z details : What is the A-to-z Guarantee - Amazon Customer Service WWW.AMAZON.CO.UK If a dispute arises between you and a Marketplace Seller, and you can't reach an agreement with them, the A-to-z Guarantee is available to you. It covers the timely delivery and condition of your items, and problems with returns... I will wait until tomorrow to see if the seller replies. It is a business so they would be closed now. If they don't reply or still refuse I will try the A-Z process, but I suspect Amazon will say I should have insured it. When my argument is, the seller has chosen Evri and should be the one to insure it with Evri. Although monitors are excluded from compensation anyway: What You Can & Can't Send by Courier | Evri WWW.EVRI.COM Find out what you can and can’t send with Evri and which parcels carry their own restrictions. Our in-depth carry guide has everything you need to know. Monitors and TVs are on their compensation exclusion list, so it would not have been possible for me to insure it anyway. I will keep you posted on what happens next

I have tried to contact Amazon but they say I need to talk to the seller direct and their chatbot keeps re-directing me to "seller messaging". So I left the seller a message and just got an automated response. It was an Amazon Marketplace purchase, sold and dispatched by this third party company, but it was an Amazon Prime deal. So I always get a bit confused, but I don't think it was fulfilled by Amazon in this case. I have a look for the A-Z guarantee details, and no, I haven't done that yet. But will have a look

Hi there I bought a Samsung monitor on Amazon from a third party seller for my son. Value £269 It was advertised as 144 hz but when we received it, it only achieved 60 hz with my son's PS5, whatever we tried it wouldn't achieve the 144 hz. So we asked to return it for the reason of performance problem. The return was accepted and I was automatically issued with an Evri return label to return the monitor. Although it did say they would charge me for the return. It was only £3 do I wasn't too worried. I repacked the monitor in the same packing it came in and sent it back with Evri as instructed. Evri delivered the package on the 19th of October. On the 21st of October I got a message from Amazon that their courier confirmed the item had been delivered to their returns centre and it would take a around a week to process it. Today I got a message from the seller informing me that they are refusing to refund me, as the item was returned damaged. They sent me some photos saying the screen got damaged. It wasn't damaged when we sent it, so it must have been transport damage. Can they refuse to refund me, surely they should make a claim against their carrier and not me ? I have paid with my credit card through Amazon, so been thinking of a charge back, but not sure if that is going to be straight forward, just in case they say it is my responsibility. But I never even chose the carrier, I was just sent a label. And I think monitors are generally excluded items for transport insurance with most carriers anyway. Any advice ?

I think I had this insurance for over ten years at least, my bank would love me

Not sure on this one, so thought I start a thread here for some opinions. I have had a water supply pipe insurance with Home Serve and have had this for I don't know how many years. It was initially advertised by South West Water and provided by Home Serve. Initially it only cost £2 a month but over the years has crept up to almost £20 a month. It is supposed to cover you for leaks of internal and external water supply pipes which are your responsibility as a home owner. I never actually used it over the years even when the price slowly crept up I always kept it 'just in case'. I am attaching their advertising flyer which they keep sending me when the insurance is due for renewal. Now two months ago I actually did have an emergency where a hot water supply pipe burst under my kitchen sink. Hot water was pouring out and turning off the main stop cock didn't stop it. The kitchen and hall floors were covered in hot water and the steam was setting the smoke alarms off in the house. I called Home Serve and asked made a call out. They then said they couldn't come around for a week. This happened on a Monday and they said the earliest appointment they had was next Saturday, whilst water was pouring out and pouring out. I told them Saturday wasn't good enough, I needed someone right away, so they said they maybe able to get someone just to come around and turn all the water to the property off, but I would be left without water for a week then. I again pointed out this wasn't acceptable and they said they would call me back. I couldn't wait so I called an Emergency Plumber who came around within 45 minutes and fixed it. That cost me £300, with call out charge. When Home Serve finally called me back hours later it had been fixed and I was just mopping up and surveying the damage to the laminate flooring. I told them their services weren't needed anymore but I wanted to make a complaint about the service received. So I raised this as a formal complaint with them over 8 weeks ago and also sent them receipts for the £300 total I had to pay. Last week I received a cheque for £93.55 from them , an accompanying letter said they would in such cases only refund what it would have cost them if they had fixed it but were prepared as a gesture of good will to up it to £150, half of what it cost me. I told them I would accept this only as part payment, as I would like to have the whole £300 reimbursed, as I took out this insurance for events like this and didn't expect to be told I would have to wait a week for someone to come out and fix a problem. Is this something worth taking to the insurance ombudsman or small claims court ? Or do I just have to suck it up ? Document_2023-04-28_191214.pdf

Kudos to everyone who responded, you were all pretty much right. I managed to penetrate the telephone helpline's defences today and managed to speak to someone. In the process I was only cut off once and my total waiting time didn't exceed an hour. The nice person on the phone agreed the letter wasn't worded very well and they omitted to put the actual award period in there. I was told the award period is two years until February 2025 when it will become due for a review. The time period in the letter (7th of October 22 to 6th of Feb 23) is the time period for which they have now paid him and for which he received the payment into his bank account yesterday. Again, he agreed that is not too clear and could be worded better. He will continue to receive monthly payments from March onwards. He should get further letters to this effect and they will also send a new letter explaining the proper award period to put his mind at rest. So thank you to all who responded, you were spot on. Thank you !!

There is a note at the end saying 'I awarded you PIP for a set time as your needs may change' but there is nowhere on the letter saying what that set time is. That's why I thought it was 07.10.22 -06.02.23 (last week) which would be around 4 months. There is also no statement on what future payments would be and when they would be paid. As if there are no future payments . I initially thought there are two options: a) he was only awarded 4 months worth of PIP for some reason (although there is no reason as to why that would be) b) whoever entered the details put a wrong end date in (6th of Feb 2023 instead of 6th of Feb 2024 or 2025...) - and because that end date was in the past when they printed the letter, the system didn't include payments going forward and that's why that section is missing from the paperwork and this went unnoticed when they posted the letter. /assets/static/govuk-opengraph-image-dade2dad5775023b0568381c4c074b86318194edb36d3d68df721eea7deeac4b.png PIP handbook - GOV.UK WWW.GOV.UK

I have attached a copy of the letter. It reads as if the claim has ended on the 6th of February, i.e. a day before they sent him the letter. It would make more sense if it said 6th of feb 2024, that would be 1 year, but four months seems an odd time frame for a PIP claim, especially ending it before they even send him the award letter. I guess I have to brave it and call the help line .... Document_2023-02-13_202909.pdf

I hope someone can help here with a claim for PIP. My son (18) with ASD is receiving UC & LCWRA and has made a claim for PIP in October last year. We filled out the forms and provided medical evidence. He had an assessment on the 2nd of February and received a text message that he was awarded PIP a week later. He received a lumpsum payment of £790 today and a letter in the post saying he scored 8 points in the daily living needs section but 0 points mobility. The award letter says he was awarded the standard rate of £61.85 per week from 7th of October 2022 to the 6th of February 2023 which was last week. Does this mean they have already ended his claim / award last week and just paid him for four months ? I am a bit confused. Is this common to only award PIP for four months and have the claim already end by the time you get your award letter ?

Will do !

I just managed to submit a claim for lost parcel to Hermes today - WITHOUT having to go through customer services. I just noticed you can do this through your MyHermes account. Under the heading 'My parcels' there is only one outstanding under 'active' - which is the one that has gone astray. The tracking against it only shows 'sorted at National Hub' no more. Next to this there is a button which says 'actions'. When you click on there you usually get the option to view your shipment details. When I clicked on there today another option came up : Report item as lost When you click on there it takes you straight to a claims form to fill out, which I did Now let's wait and see

I am pretty sure it is deliberate by Hermes as a company, but not sure if it is deliberate on behalf of their individual employees who may be swamped with complaints and enquiries and just try to wade through a daily heap of s**t with little support or tools to assist customers

Have received the cheque today, paid it in through the post office this evening. Now waiting for it to clear. Will prepare N279 and send off once cheque cleared. Expect that to be sometime next week

I have the correspondence through resolver (you can print that off) and my e-mails to them, and it is shocking how they respond to be honest. I keep asking for a claims form considering on their online tracking they show 'claims code issued' , so I assume they consider it lost as well But when I point this out to them they ignore it and repeat the same old story 'it's on its way back to you' First they said wait 7 days, when those were up they said wait 14 days, these are up now too and they still say 'wait 14 days' (in their latest reply through resolver today) I have asked where the scan on Sunday took place they were talking about - no response I have asked for a claims form as their online tracking says ' claims code issued' - not supplied and not even addressed in their response It is really unbelievable. It is almost a shame it is only £9 value, if it had been any higher I would already have sent them the letter of claim and taken this further. But as it is only £9 I am still waiting a little while longer, just in case it does show up somewhere eventually But their absolute ignorance in their customer service approach is beyond anything I have ever experienced

The parcel has not yet been received back, no I can't get through on the phone numbers, there is talk on the FB group that Hermes has shut them down and re-connected them to their automated line, where you can just choose between useless automated options, and that would appear to be the case. You can say a tracking number and then they say what you can see on their website tracking and then cut you off. I e-mailed the CEO and a customer service e-mail address. No response from CEO but a response from the customer service one. They still won't send me a claim form, although I have asked for it countless times. They say the parcel isn't lost as it was only scanned on Sunday 21.06.and they have told the depot to deliver the parcel as soon as possible So I e-mailed back and asked where it was scanned on Sunday and at which depot it is now and when it will come back but no further response to that. The scan on Sunday does not show on any of their online tracking systems I can view. I take it that they lied to me to avoid sending a claim form The value of the item is £9 and covered by their standard compensation level of £20 In my e-mail to the CEO I already warned them that I will consider legal steps against Hermes if they do not refund the value of the item. However, I don't know whether to wait another week or so for the parcel to come back, just on the off chance they did indeed scan the parcel somewhere on Sunday and it is still kicking around somewhere

I googled "Hermes complaint address uk" or something like that (to send a written complaint to a brick and mortar address. There isn't one on their website and I was fed up talking to Holly the chat bot) On the google results Resolver came up , I think it was the second result on the google search. I clicked on it, initially thinking it had something to do with Hermes directly, it said "Hermes complaints - Resolver" So I thought I try it. I had never heard of it before to be honest. It's easy to use, but Hermes doesn't fully engage with that either. In my case they just copied and pasted the responses they sent me through the Holly the Chat Bot support tickets.... What infuriates me most is that they close the support tickets as 'resolved' once they responded, although the matter is not resolved as the parcel is nowhere to be seen. So you have to start again through Holly from the beginning each time. I have joined the Facebook group as suggested and shared the story there. I have been given a couple of phone numbers to try and an e-mail address to try as well. Some have had some joy with those. I couldn't get through on the phone number so far, but will persist Parcel has not been returned so far need less to say

Received this from Court today. As I haven't received payment I will continue for the time being and finish my court bundle. I just have to number the pages and complete the bundle index, so maybe another 30 mins work left. But I assume I will receive a cheque in the next few days, apparently it has been raised.... Truro1.pdf

I have read a fair few threads and topics on Hermes on the forum. I seem to have lost a shipment as well now. I sold an item of clothing on ebay last month and decided to send it tracked with Hermes to avoid an item not received case. Also at less than £3 Hermes is quite cheap. So I send the parcel on the 29.05.20, destination Blackpool. The parcel's scanning ends a day later at my local depot. It doesn't seem to move. A few days after that I get an automated e-mail message from Hermes saying they had an issue with labels not printing correctly and my parcel was one of them. These parcels would be delayed and they were sorry for this. A week later tracking starts again online and my parcel now seems to be in Scotland (Airdrie depot) which apparently has "reprinted the label." (I am in Devon by the way) Next scanning shows there is an "address issue". Then nothing Next scanning says depot in Bolton is returning the parcel to sender. That was on the 9th of June. Since then there is no tracking anymore. I have been in contact with Hermes through their Holly Robot chat bot countless times which has opened countless support tickets. The one way response is always 'the parcel is on its way back' the reason give varies from customer service rep to customer service rep. Some say there was an address issue and some say the recipient declined the goods and some say the local courier couldn't find the house. (The address postcode only covers one house which is a restaurant in a lane in Blackpool) The recipient claims no one ever attempted to deliver the parcel , she didn't decline the parcel and you can't really miss her property in the lane, as it is the only one there. Needless to say the parcel hasn't come back so far. Every time I contact Hermes support they tell me to wait another 7 days. Now they say I should wait another 14 days before contacting them again and every time they close the support ticket as 'resolved' I have opened a case through resolver now but in response all they have done is re-copy their previous messages through their support system. Again with a note not to contact them again for 14 days (after previously saying 7 days) Next time they will say 21 days...and all to avoid admitting they lost the parcel and having to pay out. Their standard £20 cover would cover the value of the item, but the entire matter is very annoying indeed I already refunded the ebay buyer of course but now got to chase Hermes through their endless chat bot loops

Plexus Law is a legal bulk processor for insurance companies and other large corporations. Maybe they thought this would be a good practice case for a paral legal, let her go through the motions with all the paperwork. Considering it was only small fry for Direct Line with a claims value of less than 3K Also it bought Direct Line some time, they were obviously behind on their case and claims paperwork , by defending, filing a silly defence it bought them an additional 4 months or so, knowing very well how slowly the court system works. They never intended to let it go to trial to be honest, just dragging it out a bit to give their claims department time to catch up I think to Direct Line it makes no difference whether they pay £2700, £2800 or £2900. Their monthly postage budget will be higher than this, so they let a para legal stretch the process out a bit.

I just had a response from Plexus Law They have accepted my counter proposal of 5% and said they will send a cheque for the relevant amount. I now await the arrival of the cheque. Obviously I won't stop court proceedings until this has cleared into my account

Ok, I have sent the letter offering 5% interest. I also had an update from Court about the case Friday evening via e-mail. The judge has given new orders / directions. These have been sent to be typed up (?) on the 8th of June and I should receive them within 7-14 days after that date